Global travel marketplace
Redesigning workforce management
Embedded audit of how a CS org in 100+ countries forecasts, plans capacity, and runs real-time ops. Surfacing what's broken and handing back the playbooks to fix it.
Fractional operator - 16 hrs/week
The challenge
A global travel marketplace operating in 100+ countries needed to transform how its CS team plans capacity and manages real-time operations. Workforce management hadn't kept pace with growth.
The approach
- Embedded as a fractional resource within the WFM team at 16 hours per week
- Full audit of processes from forecasting to capacity planning to real-time management
- Mapped 37 process steps across 8 phases
- Designed three build paths for a capacity model redesign
The outcomes
Complete operational framework now owned by the internal team
Capacity planning models that account for seasonal demand patterns
Team lead coached through first major workforce transformation